The Services Picture: Bringing the Spend into Focus

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480/752-6276,

extension 401

Presented by

World-class speakers combine strategic expertise,motivational enthusiasm, and hands-on tools

for success.

Microsoft • Aberdeen Group • IBM • Noosh • Hewlett-Packard

Travel Analytics • National Business Travel Association

Delphi • Florida State University

Inter-Continental Hotels Group • MetLife • Thunderbird,

The American Graduate School of International Management

An ISM Services Group Conference

December 4-5, 2003Scottsdale Conference Resort

Scottsdale, Arizona

Did you know …… that on average, 54 percent of an organization’s

total purchase is aimed at service providers?(CAPS Research)

Thursday, December 4Welcome 8:00 a.m. – 8:15 a.m.

Paul Novak, C.P.M., A.P.P., Chief Executive Officer,Institute for Supply Management™

General Session8:15 a.m. - 9:15 a.m.

• Driving Organizational Transformation inPreparation for and with Technology YARoy R. Anderson, Vice President of Purchasing, MetLife

Hear how MetLife launched an organizational transfor-mation to better manage its global spend through anintegrated process. Taking the lead, purchasing acceptedresponsibility for the implementation of the initiative todevelop a full-service, strategic supply managementfunction for the company and its subsidiaries. Learn howa cross-functional team created aggressive deploymenttargets based upon objective, real-world benchmarkdata. Find out how this company optimized technologyby facilitating changes to skill sets in the purchasingdepartment, to the company approval policy, and in theviewpoint of the customer.

General Session9:45 a.m. - 10:45 a.m.

• Best Practices in Online ServicesProcurement YBChrista Degnan, Research Director, Aberdeen Group

Aberdeen Group helped define the emerging area ofonline services procurement (OSP) and in so doing,identified the challenges and significant opportunitiesin automating sourcing, purchasing, and managementof business services in 2001. As a part of its continuingprimary research in supply chain technologies, Aberdeenhas interviewed more than 50 companies deploying OSPsolutions to understand the benefits of these systemsand how they fit in with other enterprise spend man-agement initiatives. Hear about the experiences of earlyadopters of OSP solutions, their strategies for success,and important lessons learned from implementations.

2 www.ism.ws ISM Services Group Conference

M anaging the services spend provides a unique oppor-tunity to contribute to the bottomline. Services run thegamut from low-cost, routine purchases to the high-

dollar expense of consulting services. Either way, bringing yourservices spend into focus can have a significant impact on yourbottomline. Attend “The Services Picture: Bringing the Spendinto Focus” and find out how to apply your strategic concepts to the acquisition of services. Become an invaluable contributor to the success of your organization when you have a clear pic-ture of the services spend.

You are invited to attend the fourth annual presentation of the ISMServices Group Conference and explore how to leverage serv-ices to become a true strategic force within your organization.

Who Should AttendThis program is designed for supply management professionalsresponsible for acquiring services. Because supply managers inboth the manufacturing and non-manufacturing arenas buy serv-ices every day, many diverse examples will be included. Supplymanagement professionals from all levels are invited to attendthis one and one-half day program. Additionally, team leaders,project managers, and members of cross-functional teams willbenefit from this experience.

Why You Should AttendRealize a high ROI when you direct your supply managementexpertise to the world of purchasing services. Discover how totranslate your knowledge about sourcing and buying tangiblegoods into the service arena and reveal hidden savings in theprocess. Currently, only 27 percent of the purchase of servicedollars is handled by supply management professionals — findout how to turn your co-workers into customers and streamlineyour service purchases. Explore the role of your stakeholders inthe sourcing decision and optimize the process. This is an oppor-tunity to learn from other practitioners and experts. Networkingtime is built into the schedule to allow you time to find out howyour colleagues are leveraging the power of this multibillion-dollar proposition.

Built-in value. This program delivers six general sessions, four concurrent sessions, and one roundtable discussion group.

Curriculum

Earn 9.5 Continuing Education Hours (CEHs) for your participation.

ISM Services Group Conference www.ism.ws 3

Concurrent Sessions11:00 a.m. - 12:00 noon

• Managing Print Services with CollaborativeProcurement Technology YCDave Hannebrink, Vice President, Marketing and Business Development, Noosh, Inc.

Supply Chain Executive, (TBA)

Find out how to use collaborative procurement technologyto source, manage, and monitor procurement for your printspend. Get an insider’s look at how a major company stan-dardized processes for print procurement, reduced costs,increased productivity, and improved time-to-market. Explorehow incorporated collaborative procurement is used tomanage the print of marketing collateral, direct mail, busi-ness forms, and other commercial printing materials. Dis-cover how tools used in managing a complex commoditylike print are different from other kinds of sourcing and pro-curement solutions.

• Developing a Methodology for MeasuringSupplier Performance in ServiceOrganizations YDJoseph A. Yacura, Chief Procurement Officer, Inter-Continental Hotels Group

As the service sector continues to grow in significance, it isvital that each organization is prepared to manage its sup-plier community to achieve maximum value. Selecting aneffective methodology for performance measurement is animportant part of the supplier management process. Thissession focuses on thought leadership in the area of supplierservices performance metrics. The discussion includes thefollowing concepts: creating value for your customers (bothinternal and external), identifying customer goals, identifyingsupplier goals, achieving customer and supplier goal con-gruency, process feedback, and metric reporting. This ses-sion is designed to stretch your thinking. Discover examplesof how to measure supplier service performance in specificindustries.

General Session2:00 p.m. - 3:00 p.m.

• Strategic Sourcing: The Big Payback withServices YER. David Nelson, C.P.M., A.P.P., Vice President, Delphi Global Purchasing

Services are often overlooked when organizations startdesigning sourcing strategies. Yet, if you stopped to con-sider what you spend on nonmaterial items such as travel,fleet, janitorial, and other services, you would see a hugeopportunity for cost savings. This session outlines the impor-tance of including services in sourcing strategies, and dis-cusses some of the best practices that ensure actualsavings are verified, tracked, and controlled all the way to the bottomline.

Roundtable Discussions3:15 p.m. - 4:15 p.m.

Use this opportunity for interaction and lively discussionswith your colleagues.

General Session4:30 p.m. - 5:30 p.m.

• E-Procurement Tools and Reverse Auctionsfor Sourcing Services YFLarry C. Giunipero, Ph.D., C.P.M., Professor of Purchasingand Supply Chain Management, Florida State University

Many organizations have successfully implemented revolu-tionary e-purchasing processes and tools that strengthenthe strategic sourcing processes and aid in realizing tan-gible and sustainable reductions in sourcing costs. ePur-chasing Plus is a tool set that purchasing professionals use to streamline processes and leverage technology. Thefocus of this session is on using process change, technology/e-tools, integration, and Plus (strategies, skills, and activities)to reduce the total cost of sourcing goods and serviceswhile improving quality and service levels. Explore some ofthe differences between services and product purchases, anddiscover the e-tools that can help control costs and exploitthe benefits of e-sourcing. A bonus is a discussion aboutreverse auctions and change management issues.

Friday, December 5Opening Remarks8:00 a.m. - 8:15 a.m.

Peter O’Reilly, DPS, C.P.M., A.P.P., Chair, ISM Services Group

General Session8:15 a.m. - 9:15 a.m.

• Best Practices: Strategic Transformation ZAJohn R. Sharman, Jr., Partner - Global Procurement Lead -SCOS, IBM

A typical day in the life of a procurement person is often dom-inated by short-term tactical matters. Even supply profes-sionals focused on sourcing contracts can be overwhelmedby short-term tactical work rather than focusing on criticallong-term strategic issues. IBM is one of a handful of compa-nies to successfully transform the function of procurementaway from this model. The company did it by changing theroles of both stakeholders and finance in the enterprise spendmanagement process, and continually measuring its procure-ment initiatives relative to the bottomline contribution. Thispresentation identifies traps and pitfalls to avoid, how toimplement effective governance programs to drive compli-ance, and how to track financial benefits on an ongoing basis.

Concurrent Sessions9:30 a.m. - 10:30 a.m.

• Secrets for Sourcing Travel: What Works,What Doesn’t, and Why ZBScott Gillespie, CEO, Travel Analytics

Kevin Iwamoto, Global Airline and Car RentalSupplier Manager, Hewlett-Packard and Chairman, National Business Travel Association

This session covers the tips and traps involved in sourcingtravel in each of the four major subcategories: airlines,hotels, rental cars, and travel agencies. Explore industrypricing drivers, procurement processes, category-specificnegotiating factors, and effectiveness of e-procurementtools for each category. Take home practical tools andnew insights to use now and in the future.

• Deploying Strategic Sourcing and ManagingSuppliers and Service Programs at MicrosoftZCJohn Stephens, Director, Marketing Procurement,Microsoft Corporation

In a decentralized procurement environment whereadherence to procurement policies is not mandated,Microsoft’s procurement role and function has been todevelop consistent methodology and then guide all of itsemployees to do the right thing in their purchasing deci-sions. This presentation is a case study on Microsoft’sinternal cost savings initiatives. It provides an overview ofhow Microsoft’s internal procure-to-pay tools are used toenable empowered purchasing. Additionally, it highlightshow Microsoft has deployed strategic sourcing processes

and managed supplier and service programs to enableMicrosoft’s business to realize its potential.

General Session10:45 a.m. - 11:45 a.m.

• Methodology for the Outsourcing ofStrategic Sourcing ZDJoseph L. Cavinato, Ph.D., C.P.M., Director, ISM’s Centerfor Strategic Supply Leadership and ISM Professor ofSupply Management, Thunderbird, The AmericanGraduate School of International Management

Outsourcing has become a major operational and costcomponent for many organizations. While some compa-nies are considering the outsourcing of services, othersare looking to bring some services in-house. Supply man-agement organizations have also increased their involvementnot only in analyzing the pros and cons of outsourcing/insourcing but in managing the suppliers involved. Thispresentation looks at extensive research involving 685companies and organizations, worldwide, on the good,bad, and ugly of outsourcing and the management of sup-pliers. Discover a top-down approach that starts with thepotential candidates and follows through to what makes asolid contractual arrangement.

Select Supplier ShowcaseTake a break and visit our Select Supplier Showcase. Con-nect with suppliers and find out how to strengthen yournetwork.

4 www.ism.ws ISM Services Group Conference

Wednesday, December 34:00 - 6:00 p.m.. . . . . . . . Registration

Thursday, December 46:30 a.m. - 4:30 p.m.. . . . Registration

7:00 - 8:00 a.m. . . . . . . . . Breakfast, Select Supplier Showcase

8:00 - 8:15 a.m.. . . . . . . . Welcome and Opening Remarks

8:15 - 9:15 a.m.. . . . . . . . General Session

9:15 - 9:45 a.m.. . . . . . . . Break, Select Supplier Showcase

9:45 - 10:45 a.m.. . . . . . . General Session

10:45 - 11:00 a.m. . . . . . . Break, Select Supplier Showcase

11:00 a.m. - 12:00 noon . Concurrent Sessions

12:00 - 1:00 p.m.. . . . . . . Lunch

1:00 - 2:00 p.m.. . . . . . . . Dessert, Select Supplier Showcase

2:00 - 3:00 p.m.. . . . . . . . General Session

3:00 - 3:15 p.m.. . . . . . . . Break, Select Supplier Showcase

3:15 - 4:15 p.m.. . . . . . . . Roundtable Discussions

4:15 - 4:30 p.m.. . . . . . . . Break, Select Supplier Showcase

4:30 - 5:30 p.m.. . . . . . . . General Session

5:30 - 7:00 p.m.. . . . . . . . . Networking Reception, Select SupplierShowcase

7:00 - 9:00 p.m.. . . . . . . . Dinner

Friday, December 57:00 - 11:00 a.m.. . . . . . . Registration

7:00 - 8:00 a.m.. . . . . . . . Breakfast

8:00 - 8:15 a.m.. . . . . . . . Opening Remarks

8:15 - 9:15 a.m.. . . . . . . . General Session

9:15 - 9:30 a.m.. . . . . . . . Break

9:30 - 10:30 a.m.. . . . . . . Concurrent Sessions

10:30 - 10:45 a.m. . . . . . . Break

10:45 - 11:45 a.m. . . . . . . General Session

11:45 a.m. - 12:00 noon . Closing Remarks

12:00 noon - 1:00 p.m. . . Lunch

Schedule-at-a-Glance

ISM Services Group Conference www.ism.ws 5

Program Name Member Fee Nonmember Fee Spouse/Guest Meal FeeThe Services Picture: Bringing $795 (USD) $995 (USD) $150 (USD)the Spend into Focus (Does not include Conference Sessions)

Four Easy Ways to RegisterInternet: Register online at www.ism.ws. Save $25 when you register on the ISM Web site, www.ism.ws.

Fax: Transmit completed form with credit card information to 480/752-2299.Mail: Complete the form below and mail with check or credit card information to ISM Services Conference, P.O. Box 22160, Tempe, AZ 85285-2160, USA.

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Registration

Registration InformationAccommodations — Please make your own hotel reservations. All sessions are at the Scottsdale Conference Resort, 7700 EastMcCormick Parkway, Scottsdale, AZ 85258. For reservations, call 800/540-0727. Be sure to mention ISM to receive the specialroom rate of $175/Single, $145 per person/Double. Please make your reservations by November 4, 2003. For more information on the Scottsdale Conference Resort, visit www.scottsconf.com.

Spouse/Guest Package — For your convenience, a meal package is available for your spouse or guest for a fee of $150 (USD).This package includes Wednesday dinner, Thursday breakfast/lunch/dinner, Friday breakfast and lunch, as well as all breaks. Conference sessions are not included in this fee.

Discounts:Membership Discount — Regular members of ISM receive a $200 discount on this program registration fee. If you’re not already a member of ISM, send in a completed membership application with your payment and receive the member discount. Visit ourWeb site at www.ism.ws and become a member online.

Team Discount — There is a $25 discount (per person) for organizations registering three or more people for this program. All registrations must be placed at the same time.

Online Registration — Save $25 when you register on the ISM Web site, www.ism.ws.

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U.S. Tax Deductions — The U.S. Internal Revenue Service may permit an income tax deduction to U.S. residents for expenses(including registration fees, travel costs, meals, and lodging) incurred in pursuit of continuing professional education. Consult yourtax advisor for details.

Cancellation and Refund Policy — Notification of your cancellation must be received in writing. Cancellations received up to theday prior to the program are subject to a $100 cancellation charge. No refunds once the program has begun. Registrants who failto attend a program are not entitled to a refund. ISM must be contacted within 30 days of the program completion in order for arefund to be considered. ISM reserves the right to substitute instructors. If the program is not held for any reason, ISM’s liability islimited to the program fee.

Air Transportation — ISM’s official airline carrier is American Airlines. Call American Airlines directly, weekdays at 800/221-2255.Refer to file #09D3AA. Please confirm your conference registration before making air travel arrangements.

Grou nd Transportation — You are responsible for your own ground transportation. The Scottsdale Conference Resort providesround-trip ground transportation at your request for $15 plus tax each way from Sky Harbor International Airport. Dial 39 from thehotel courtesy phone in the baggage claim area and a van will pick you up in the designated area. Refer to your confirmation letterfor details.

Food for Thought — Your full registration includes the following meals and events: Wednesday, December 3, dinner in the resortdining room; Thursday, December 4, breakfast, lunch, and dinner; and Friday, December 5, breakfast and lunch. Your confirmationletter will include details for these events.

Scottsdale, ArizonaWith an abundance of world-class resorts, championship golf courses, award-winning spas, fabulous shopping, and exclusive artgalleries, Scottsdale, Arizona is a prime travel destination for travelers throughout the country and the world. A suburb of Phoenix,Scottsdale (and the metro area) is known as the “Valley of the Sun” and averages a high temperature of 66 degrees during themonth of December.

The Valley of the Sun is home to over 3 million residents and is over a thousand square miles in area. Scottsdale has over 600restaurants ranging from Southwestern barbecue and South of the Border cuisine to Pacific Rim fare and everything in between.The climate makes outdoor activities a way of life. Day trips to scenic Arizona destinations like the Grand Canyon and Sedona are an added benefit.

For more information about Scottsdale, the greater Phoenix metropolitan area, and other points of interest in Arizona, visitwww.arizonaguide.com.

JC SC 3SVCONF 397 7/03 25M

P.O. Box 22160Tempe, AZ 85285-2160

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PAIDSan Antonio TXPermit No. 3903

• Temporary labor

• Utility services

• Healthcare

• Travel

• Waste management

• Advertising

• Construction

• Business consultants

• Telecommunications

• Janitorial

• Business services

• Printing

• Landscaping

• Legal

• Information technology

• Engineering

• Marketing

• Delivery and messenger services

Are you maximizing your services spend? (examples of typical services)